Support

Frequently Asked Questions

How do I participate in this promotion?

Purchase a qualifying Pixel 3a or 3a XL between 8th May and 23rd May from EE to be eligible for this promotion.

Wait 14 days following the purchase of your qualifying device, and then submit your online claim before 45 days from your purchase date, as per the Terms and Conditions.

How many times can I participate in this promotion?

A maximum of two (2) claims are permitted per household during the promotional period.

How do I know if my Pixel device is eligible for the promotion?

All Pixel 3a and Pixel 3a XL handsets purchased from EE between 8th May and 23rd May 2019 are eligible for this offer.

How do I prepare my proof of purchase to upload during the claim process?

Physical Copy / In Store Purchase:

If you have a scanner, scan your proof of purchase and save to your computer ready to upload.

If you do not have a scanner, take a picture with your mobile phone, digital camera or tablet, and transfer the image to your computer so that you can upload it during enrolment. Alternatively, if you complete the enrolment on your mobile or tablet you can upload the image of your receipt from your device’s photo library.

Digital Copy /Online Purchases:

Save your proof of purchase to your computer ready to upload.

If enrolling from a tablet or mobile, take a screenshot of the proof of purchase and upload it to the enrolment form from your photo library.

General Requirements for documents uploaded:

When scanning or taking a picture please ensure all the required details are clearly visible. Blurred or unclear proof of purchase may invalidate your enrolment.

Uploaded documents must be in PDF or JPEG image format. Maximum size of each document upload is 2MB.

If required you can upload multiple documents, simply select the files one at a time and click upload during the enrolment process.

Why is my purchase date not selectable in the claim form?

This is likely to be for one of the following reasons:

You have missed the claim window for this promotion

Your purchase date is outside the promotional period

You are too early to claim for this promotion

Claims for this promotion must be submitted after 14 days but before 45 days from your purchase date, as detailed in the Terms and Conditions of the promotion.

How do I upload my proof of purchase?

Prepare your documents for upload and then during the claim process follow these steps:

To upload the document(s) select ‘Choose File’, then locate the file that you want to upload and click ‘Open’. The name of the document selected will be displayed on the web page, check this is the correct document then select ‘Upload’.

If you need to add more documents repeat this process. The documents will be listed as you add them. If the wrong document was selected simply remove them by using the delete button (indicated by the Bin icon). Once all documents are loaded select next.

I have just submitted a claim, what happens next?

Your details will be checked by one of our agents and the status of your claim will be emailed to you within 2 working days. We will keep you up to date on your claim's status via email, but you can also use the ‘Track my claim’ function at the bottom of this webpage. If you are still require help with your claim, please contact us via our Support page.

I have submitted a claim but have not received any further updates, what should I do?

Please check the email account you provided during the claim form for emails related to this promotion. Ensure you check your junk or spam email folder.

Alternatively, you can use the ‘Track my claim’ function at the bottom of this webpage. If you are still require help with your claim, please contact us via our Support page.

I have received a missing information email, what does this mean and what do I have to provide?

The email we have sent you should detail exactly what missing information is required for us to be able to process your claim. We will then ask you to provide these missing details to us, so that we can review your claim again for you.

Common reasons for Missing Information:

Proof of purchase was not legible

Proof of Purchase did not show the date of purchase, qualifying model purchased or the retailer name/logo

An incorrect document was uploaded and not a proof of purchase

Why have I not received my reward?

If you have received an email to confirm approval of reward, please check the following:

Check your emails for any updates and general details about the reward delivery that you are expecting

If you still have not received your reward or any updates regarding its delivery, please contact us here

I have missed the timeframe to submit a claim for this promotion, can I still take part?

We must receive all claims no sooner than 14 days from the date of purchase, but no later than 45 days from the date of purchase. Unfortunately no claims can be accepted outside of this timeframe, as per the Terms and Conditions.

How long will it take to receive my reward?

We aim to dispatch your reward within 14 days of your claim being validated, although this can take up to 60 days.

Once your Google HomeHub has been dispatched for delivery, we will notify you on the contact details you have provided to let you know it is on its way.

Contact Us Form

Please select from the following reasons:*

Name:*

Email Address:*

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Claim ID:

Supporting Document:

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If you have any problems or questions related to this promotion, our customer service team will be happy to help.

By Telephone: 03452160042

Lines are open Monday to Friday, 9am to 5pm (excluding bank holidays). Calls will be charged at local call rates from landlines only.